Associate Customer Success Specialist
The Opportunity
The Associate Customer Support Specialist is responsible for the coordination and execution of service agreement tasks, ensuring exceptional client support, efficient operations, and accurate documentation throughout the lifecycle of each contract. Using the NetSuite ERP system and other tools, this role handles the annual renewal process, schedules and oversees service-related tasks, and ensures compliance with internal and external standards.
In addition, this position supports the overall success of the team by demonstrating flexibility and humility to assist with occasional administrative tasks when needed, ensuring a smooth and collaborative office environment.
The Team
You will report to our Senior Director of Metering Services and work alongside a close team of 3-5 contributors backing our bi-coastal team of Support Engineers, Project Managers, and Business Development groups. You will collaborate across the organization with our engineers and technicians.
The Environment
This role is office-based team with increased opportunity for flex-work following your training period. You will work in a controlled office environment with an onsite team, as well as virtually with our bi-coastal team members.
Growth & Development
In this role you will build cross-departmental relationships, elevate your knowledge of solar and renewable energy, and fine tune your communication skills. Working in our TCS team will prime you for internal promotion and mobility to work with teams across the organization.
Primary Responsibilities
- Service Agreement Lifecycle
- Serve as the primary point of contact for service agreement contracts, addressing inquiries and resolving issues with professionalism.
- Manage annual service agreement renewals, including drafting and issuing proposals and contracts, tracking responses, and ensuring timely follow-up.
- Coordinate service work, such as meter maintenance and inspections, by scheduling tasks with field technicians and clients, setting clear timelines, and maintaining frequent communication.
- Use NetSuite ERP to coordinate and track progress of service-related tasks, updating milestones, and ensuring deliverables are completed on schedule.
- Documentation & Compliance
- Oversee the creation, review, and submission of service project documentation, such as maintenance reports, inspection records, and compliance forms.
- Maintain accuracy, version control, and compliance with internal and external standards.
- Organize and update project and client records in SharePoint and other systems, ensuring accessibility and accuracy for the entire team.
- Cross-Departmental Coordination
- Collaborate with internal departments to ensure a seamless client experience.
- Provide updates on task progress to stakeholders and ensure all deliverables are completed on time and within scope.
- Office & Team Support (As Needed)
- Step in to provide occasional front desk coverage, such as greeting visitors or answering the door when the Office Coordinator is unavailable.
- Assist with light office tasks, including restocking supplies or coordinating travel arrangements when necessary.
- Contribute to maintaining an organized and collaborative office environment by being a team player.
Key Attributes for Success
- Task Coordination: Ability to coordinate and execute service agreement tasks with a focus on long-term success and client satisfaction.
- Attention to Detail: Strong organizational skills for managing documentation, compliance, and task tracking.
- Collaboration & Flexibility: A team player who can step in to assist with administrative tasks when required, maintaining a humble and supportive attitude.
- Customer Focus: Dedicated to providing outstanding service and fostering positive client relationships.
We’re not perfect (no one is!) If your skillset is a bit different than what we’ve identified but you share our passion for renewable energy and believe you can make a valuable contribution to the role we’d love to learn more about you!
Trimark
Trimark is an industry leader in the movement towards a greener grid and a cleaner future. We enable a carbon-free electric power system by securely delivering control, metering, communication and revenue/performance optimization solutions for independent power producers and utilities.
Our products and services are at the forefront of generating dispatchable power from renewable plants by combining the intermittent renewable resource with energy storage. Our team designs systems from concept to commissioning, including system and network architecture, software development, component assembly, technology configuration, installation, testing, certification, ongoing support, and maintenance.
Our Community
We are passionate about creating a sustainable future through advanced technology and innovative ideas. Our teams are collaborative, dedicated, and approach each challenge with curiosity and a sense of humor.
INTEGRITY • INTELLECTUAL CURIOUSITY • TRANSPARENCY
INNOVATION, COMPETENCE, & ONTIME DELIVERY
MAINTAINING WORK LIFE SYNERGY • EFFECTIVE COMMUNICATION
Employee Support & Benefits
- Work-Life Synergy
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Health Savings Account
- Flexible Spending Account
- Long Term Disability
- Short Term Disability
- Life/AD&D Insurance
- Voluntary Life Insurance
- Critical Illness Insurance
- Accident Insurance
- Hospital Indemnity Insurance
- Pet Insurance
- Legal Insurance
- 401K with employer match
- Student Loan Assistance
- 529 Saving Plan
- Paid Holidays
- Paid Vacation
- Paid Sick Leave
- Employee Assistance Program
- Referral Program
- Lunch & Learn Sessions
- Onsite Gym & Snacks
- Employee Events
Legal Notes
Equal Opportunity Statement
Trimark is committed to compliance with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in Company operations and prohibits unlawful discrimination by any employee of the Company, including supervisors and coworkers.
E-Verify Statement
Trimark will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.
Work Authorization
This role is Eligible for sponsorship by Trimark, including future sponsorship. Candidates must reside in the United States.
Pay Transparency
This announcement is open to Coordinator, Associate, and Level I candidates. The base pay range for this position is $24.00-28.00/hour. This is an overtime Non-Exempt position. Compensation is based on market rate, job level, job related knowledge, skills, experience, education, and certifications. This is a Full Time opportunity.
Unsolicited Candidate Referrals
Trimark values our strategic partnerships with our agency partners who may supplement our internal recruitment team’s efforts from time to time. To submit candidates for consideration, agency partners must have an executed agreement signed by Trimark’s president and a job specific requisition. Without such agreements in place, Trimark will not pay a fee to any agency. Unsolicited referrals from any source other than directly from a candidate will be considered Trimark property and will be considered to have been referred by the agency free of any charge or fee. This includes resumes, partial resumes, candidate profiles, and candidate details or information.